Banker-Customer Experience

IDFC FIRST Bank; New Delhi; On-site; INR 400,000 - 700,000; Full time

Job summary

IDFC FIRST Bank is seeking a Banker - Customer Experience in the Retail Banking unit to deliver outstanding service, engage customers, and expand relationships. You will manage portfolios, cross-sell assets and wealth products, and ensure regulatory compliance across daily operations.

The role emphasizes proactive customer engagement, solution-based sales, and adherence to AML/KYC standards to drive branch performance and customer satisfaction.

Qualifications

• Graduate in any discipline; MBA preferred.
• 1–4 years of banking or allied sector experience.

Responsibilities

• Engage daily with customers to grow CA/SA/TD and cross-sell assets and cards.
• Hit targets as defined in the performance scorecard.
• Provide need-based product solutions aligned with customer needs.
• Assess potential and increase product penetration per relationship.
• Generate referrals and grow business from existing customers.
• Resolve queries and complaints promptly and professionally.
• Adhere to AML/KYC and data security policies.
• Support audit observations closure and ensure compliance.
• Deliver best-in-class service to strengthen loyalty.

Skills

Customer engagement

Relationship management

Communication

Problem-solving

Cross-selling

Portfolio management

Compliance

AML/KYC awareness

Education

Bachelor's degree

MBA preferred

Job description

Job Description:

Job Requirements

About the Role

The Banker - Customer Experience is a front-line position within the Retail Banking division, responsible for delivering exceptional customer service and building strong client relationships. The role focuses on engaging customers efficiently and cost-effectively to become their preferred banking partner. The incumbent will manage customer portfolios, drive business growth through cross-selling, ensure operational excellence, and maintain compliance with regulatory standards. This role is crucial for driving customer satisfaction and enhancing branch-wide performance.

Key Responsibilities

Primary Responsibilities

• Engage daily with customers to drive growth in Current Accounts (CA), Savings Accounts (SA), and Term Deposits (TD), along with cross-selling of assets, wealth products, Retail Trade Forex and credit cards
• Achieve business targets as defined in the performance scorecard.
• Provide need-based product solutions by aligning customer requirements with business offerings.
• Assess customer potential and increase product penetration per relationship.
• Generate referrals and additional business from existing customers.
• Ensure prompt and customer-focused resolution of queries and complaints.
• Adhere to banking regulations and internal policies related to Anti-Money Laundering (AML), Know Your Customer (KYC), and Data & Information Security.
• Assist in the closure of audit observations and ensure compliance.

Secondary Responsibilities

• Conduct internal audits and ensure compliance with all regulatory and organizational guidelines.
• Deliver best-in-class customer service to strengthen customer loyalty and retention.

What We Are Looking For

Education

• Graduate in any discipline.
• Postgraduate qualification (MBA) preferred.

Experience

• 1 to 4 years of relevant experience in banking or allied sectors.

Skills and Attributes

• Strong customer engagement and relationship management skills.
• Ability to understand and match customer needs with appropriate banking solutions.
• Excellent communication and problem-solving abilities.
• High level of integrity and adherence to compliance standards.
• Proficiency in cross-selling and portfolio management.
• Awareness of banking regulations and operational procedures.
• Fluent in English with strong business communication skills and problem-solving abilities.

Requirements: